Advised a pan-European supply chain company on the framework that should be in place for insourcing and outsourcing it's IT activities to ensure that it supported the company as it made the transition from an in-house service provider to an independent operation.
- Reviewed the business strategy for the company.
- Identified the key strategies that needed to be in place for IT to support the business strategy.
- Identified the desired IT sourcing strategy.
- Reviewed the current sourcing situation.
- Created a roadmap for IT to transition to it's desired sourcing strategy.
- Produced high level business cases to back up this roadmap.
Our expertise in creating and managing a service culture enabled a seamless transition for one of the top manufacturing enterprises to their new retained organisational structure, following a major Outsourcing contract.
- We introduced the role of customer service manager and the relevant methodologies and procedures to the organisation's operational business units to manage and improve service quality.
- We defined and agreed internal service level agreements, formal reporting structure and reviews of service delivery with the customer base. This also included regular benchmarks of the services.
- We created and implemented formal procedures to manage the coaching and mentoring of the retained staff. This included conducting the necessary training to enable staff to perform their new roles and responsibilities.
- We supplemented the senior management team with our experience and specialist skills of managing cultural change.
Acted as a catalyst to improve and define the supplier relationships of a major leisure organisation and it's IT Service providers. Also, they wanted to ensure that the current Outsourced services were achieving the business case objectives. There was particular focus on service measurement and ensuring that the Exit Plans enabled the organisation to respond to market forces, without the company suffering unreasonable costs.
- We conducted a 'Health Check' service into the management of the existing contracts and the current service reviews and reporting.
- Acted as a catalyst to improve and define the supplier relationships, which lead to a greater understanding of their existing contracts and clarified the objectives between our client and their service providers.
- Developed a formal structure and process for reporting and reviewing service delivery regularly.
- Enabled more favourably 'Exit Plan' terms to be negotiated within the current contracts.
Advising an organisation in the energy sector on the effectiveness of their Outsourcing contract and recommending how to achieve savings and improvements to the relationship.
- Following our 'Health Check' on their existing Outsourcing contract, we found that due to a lack of co-ordination and planning within the organisation they were not receiving 'value for money' in terms of their Outsourcing service.
- We conducted specific training for the management team to help them recognise where their roles needed to change now they were operating in an Outsourcing relationship. Our methodologies helped them to identify skills, roles, processes and procedures that were needed for their success.
- Our Health Check report recommended that:
- The remainder of the management team were trained and equipped with the necessary skills for their new roles.
- The department was re-organised to enable the management of their Outsourcing contract and relationship to be more efficient.
- Certain sections of the contract should be re-negotiated to bring them in-line with the business objectives and the changing needs of the organisation.
Our specialist knowledge and expertise of Outsourcing contracts enabled us to advise and support a services organisation in how to ensure that 'Best Practice' was being used in the provision of the IT services. This was attained through the introduction of Service Levels and a Service reporting structure that ensured the needs of the growing business were met.
- We defined an appropriate structure and frequency for the supplier to report back on service provision against key deliverables.
- Developed the key management processes required for successful Outsourcing.
- We defined the roles and responsibilities of all parties involved.
- Implemented key metrics into the service delivery model so that measurement of service provision could take place.
Guided a major Organisation through the Outsourcing Process from defining the Strategy to negotiating the contract and implementing the retained Organisation. This was a Global Outsource contract worth in excess of $1Bn, which required particular focus on the logistics of implementing such a complex initiative. Our expertise enabled a structure to be put in place that expedited the process whilst avoiding the pitfalls.
- Quantum Plus used its methodologies and models to ensure a rigorous process was followed through all of the stages.
- Helped develop the Strategy and the Scope of Services.
- Advised on the HR implications, and the actions that needed to be taken at a country level.
- Implemented a process for capturing and supplying key information for the purpose of the exercise.
- Developed proposal documents to ensure a level playing field for the bidding process.
- Developed a framework for the evaluation and selection stage.
- Drew up a list of key contract principles to protect the client and secure the best deal.
- Defined the requirements for a retained organisation in order to successfully manage a Service Provider.
- Throughout the process, ensured risks were identified and pitfalls avoided.
Our successful development and introduction of a service culture within a leading distribution organisation, allowed a smooth change over to a mixed service environment.
- We provided specialist skills and expertise to their senior management team on how best to structure the mixed service environment (Outsourced and retained services) to achieve the objectives of the business plan.
- We developed and agreed with the new customer base, formal reporting and reviews of service delivery against the contract and service levels for both internal and external customers.
- Outlined a benchmark procedure to ensure that service provided by suppliers was regularly measured to ensure optimum efficiency.
- Defined and set-up the new organisation that would manage the mixture of in-house and Outsourced services.
- We provided an effective communications plan to manage the changes, as well as the ongoing management of the services. For example, regular staff briefings and newsletters to be circulated to the customers, in-house and Outsourced staff.
We advised and guided an engineering organisation on how to create a cohesive group strategy, both IT and business process for their widely diverse and dispersed organisation.
- Through the use of our methodologies, we helped our client to develop a strategy that would improve their tarnished City reputation and achieve the required cost reductions.
- We assisted and guided them through the complex supplier selection process and prepared the financial appraisal for their Outsourcing business case.
- We brought specialist skills to their organisation such as, due diligence, supplier evaluation and selection, management of staff transfer.
- We supplemented the management team during the implementation of this Outsourcing strategy.
Our advice and guidance enabled a leading logistics organisation evaluate and define the best way to use Outsourcing as part of their sourcing strategy. This resulted in the retention of certain critical applications, resources and services in-house, whilst Outsourcing the remainder of the IT department.
- We assisted and guided the organisation in defining their business objectives and how best to use Outsourcing within their sourcing strategy.
- We identified certain applications that were critical to the business and advised the client to retain these applications, key resources and services in-house.
- We conducted a benchmark of the proposed Outsourced services to understand the level of efficiency currently achieved and what level will be demanded of potential suppliers.
- Provided specialist skills and expertise to their senior management team on how best to structure the mixed service environment (Outsourced and retained services) to achieve the business plan objectives.
We advised a utility company on the areas of their main Outsourcing contract that did not follow 'Best Practice' and recommended the key components and steps required to implement them.
- We conducted a thorough review of their Outsourcing contract.
- We identified the key areas that were not regarded as 'Industry Norm'.
- Particularly concentrated on setting up a service management structure with measurable, meaningful and accountable SLA metrics.
We advised and assisted a retail organisation during their re-negotiation of their hardware service, ensuring that the new price was representative of the market place.
- We benchmarked their service costs against the current market rates and showed that considerable savings could be achieved.
- Our knowledge and expertise of the current Outsourcing market and hardware services pricing enabled us to advise and assist our client on the best way to maximise potential savings.
- Savings of 20-30% were achieved, over a 5-year period, as part of the hardware costs re-negotiation.
We advised a manufacturing organisation on their IT strategy and how the use of Outsourcing could help achieve their business objectives.
- We conducted a feasibility study into the consolidation and/or Outsourcing of their data centres. These options would enable them to achieve their business objectives of cost reduction and measurable service, as well as a greater visibility of IT and it's costs.
- We identified potential strengths and weaknesses in the current structure of their data centres and recommended options to overcome the latter.
- We identified significant potential savings that could be achieved by Outsourcing their data centres.
